Help Desk Manager with Secret Clearance
About The Position
The Help Desk Manager is responsible for the overall leadership, management, performance, and operational excellence of the ITIL-based Service Desk supporting the Government’s Secure Data Network. This role ensures delivery of high-quality IT support services, achievement of Service Level Agreements (SLAs), compliance with the Quality Assurance Surveillance Plan (QASP), and adherence to Treasury security and operational standards. The Help Desk Manager serves as the operational lead for Service Desk activities, ensuring incident, request, and problem management functions are executed effectively and efficiently while maintaining a customer-first service culture.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
- Minimum 7–10 years of IT support experience.
- Minimum 3–5 years in a Service Desk leadership role.
- Experience managing ITIL-based Service Desk environments.
- Experience supporting enterprise IT infrastructure in federal or national security environments.
- Active Secret clearance (Tier 3 investigation).
- Strong knowledge of:
- Windows 10/11
- Active Directory
- Citrix environments
- LAN networking
- ITSM platforms (ServiceNow or similar)
Nice To Haves
- ITIL v4 Foundation (or higher)
- CompTIA Security+
- HDI Support Center Manager
Responsibilities
- Service Desk Operations Management
- SLA & Performance Management
- Incident & Request Management
- Customer Experience & Quality Assurance
- Security & Compliance
- Reporting & Deliverables
- Team Leadership & Workforce Development
Benefits
- medical
- dental
- vision
- life
- short- and long-term disability insurances
- a 401(k)-retirement savings plan
- generous leave time
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What This Job Offers
Job Type
Full-time
Career Level
Manager
